Job Specifications
Join Pigment: The AI Platform Redefining Business Planning
Pigment is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive, feature-rich solution, empowering every team—from Finance to HR—to build, adapt, and align strategic plans in real time.
Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally. Industry leaders like Unilever, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario.
With a team of 500+ across Paris, London, New York, San Francisco, and Toronto, we've raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software.
At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo—all while working as one team. If you're driven by innovation and ready to make an impact at scale, we’d love to hear from you.
As an IT Ops Specialist, , you are a key point of contact for employees, supporting users both remotely and on-site. You are the friendly, reliable face of IT, helping teams stay productive while preserving company interests such as security, data protection and operational reliability.
Your mission is to ensure IT support not only keeps pace with business growth but scales intelligently. Support is the foundation of the role, but beyond resolving requests, you are expected to continuously improve how the Support and IT Run operate. By combining technical skills, empathy and a strong sense of ownership, you help build a support experience that grows sustainably with the company.
You work in a modern, cloud-first environment, supporting devices, internal tools, onboarding, and daily IT operations. The role is mostly on-site, as Paris is our main office. Occasional remote work is possible, in coordination with the IT team and operational needs.
Your Missions
IT Support & Run Ownership
Provide day-to-day IT support for employees, covering office services, devices, accesses, SaaS tools and general IT requests
Own user requests end-to-end, from investigation to resolution, with a strong focus on reactivity, clear communication and accurate answers
Conduct proper technical investigations before escalation, including system checks, configuration reviews, access verification and log analysis when relevant
Ensure tickets are well-categorized, regularly updated and resolved efficiently, prioritizing user impact and long-term quality rather than simple closure
Escalate issues only when necessary, with clear context and documented investigation
Organize backup and handover with the rest of the IT team when needed to ensure continuity of support and recurring Run activities (ex: Weekly All Hands setup)
Keep the IT support backlog clean, monitored, and actionable
Support Tools, Documentation & Scale
Master the administration of the IT support platform (Freshservice) to continuously improve G&A operations, covering workflows, forms, automations, reporting and usage guidelines
Maintain clear, up-to-date ticketing tool documentation and a shared knowledge base
Enable ticketing tool users (IT and other teams) on proper usage, improving request quality and documentation based on real questions
Analyze ticket data to identify recurring requests and reduce volume through documentation, self-service, automation, AI-based answers and optimizations for efficient resolution
Day-to-Day IT Operations
Manage onboarding and offboarding activities, including device inventory, stock management, account and access setup, onboarding sessions
Stay aware of IT continuous changes (automations, new tools, etc) to anticipate access needs and support impact
Assist with basic IT tools administration tasks, including identity and device management
Collaborate with other departments for an efficient IT Run, like the People team for onboarding/offboarding, the Workplace team for on-site events, office projects and daily operational needs, the Security team for requests approval, common processes improvements
Drive continuous improvement by suggesting, testing and implementing ideas to enhance the overall user experience and IT efficiency
Contribute to IT projects, including automation and AI initiatives in support
Within the First 3 Months
Reach full autonomy on the IT Run, owning the support flow end-to-end without constant supervision and very limited escalation
Demonstrate strong reactivity, ownership, organization and effective backup coordination
Deliver clear, actionable reporting on recurring issues and top user requests
Build a data-driven support optimization plan, focused on documentation and Support tool improvements, including AI/self-service and process simplification
What We’re Looking For
Strong problem-solving and reasoning skills, with the ability to investigate issues end-to-end and know when to ask questions
Autonomous,